Service Desk Coordinator - IT Managed Services

T4B; Melbourne; On-site; AUD 65,000 - 85,000; Full time

Job summary

T4B is seeking a Service Desk Coordinator in Melbourne to run the service desk, ensure SLAs are met, and keep clients happy. You’ll work closely with the Tech Team Manager and CEO, coordinating ticket flows, scheduling, and client communications to prevent issues from falling through the cracks.

You’ll triage and dispatch tickets in ConnectWise, monitor SLA performance, manage the technical team's schedule including onsite visits and projects, and maintain accurate documentation in IT Glue.

Qualifications

• Experience coordinating a service desk in a ConnectWise IT managed services environment.
• Solid IT support background with ability to perform some technical work.
• Excellent written and verbal communication; professional presentation.

Responsibilities

• Service desk management: triage, prioritise and dispatch tickets; monitor SLAs.
• Scheduling: coordinate the technical team's schedule, onsite visits and projects.
• Customer service: respond promptly to inquiries and provide clear updates.

Skills

ConnectWise

IT support

Communication

Organization

Tools

N-able

IT Glue

ConnectWise

Job description

Service Desk Coordinator - IT Managed Services

Be the engine room of a growing MSP. Run the service desk, keep SLAs on track and keep our clients happy.

Our Company

T4B is an IT managed services provider that has supported Australian businesses since 2015. We specialise in managed IT services and hosted phone solutions for organisations with 5 to 200 staff, across a wide range of on-premise and cloud technologies. With offices in Chelsea Heights, Bendigo and Brisbane and a 100% Australian-based helpdesk, our philosophy is simple: I.T. made easy.

To support an exciting period of growth, we are seeking a dedicated Service Desk Coordinator role to keep our technical team running smoothly.

Our Culture

We're a family-friendly, sociable team, and our clients value our personalities as much as our technical skills. We promote autonomy and empower our people to make decisions. Technical experience matters, but personal attributes are what set us apart. We're a company with personality!

The Role

You'll own the flow of work through our service desk, making sure the technical team is well utilised, clients' expectations are managed, and nothing falls through the cracks. You'll work closely with our Tech Team Manager, who looks after the team's people and HR matters, while you look after the work: what gets done, by whom, and when. You will also have a direct line to the CEO who has direct interest in the success of the role.

You'll be a regular point of contact for clients on day-to-day matters. You'll balance client needs against team availability through clear communication and proactive planning. If you thrive in a fast-paced environment and love bringing order to a busy queue, this role is for you.

Key Responsibilities

Service desk management: Triage, prioritise and dispatch tickets in ConnectWise. Monitor SLAs and escape early when tickets are at risk.

Scheduling: Coordinate the technical team's schedule, onsite visits and projects, balancing workloads, skills, client priorities and service level commitments.

Customer service: Respond promptly to client enquiries, provide clear updates, and make sure issues are resolved on time.

Administration: Keep tickets, schedules, time entries and client agreements accurate and up to date. Oversee our documentation system (IT Glue) so client information remains current.

Client relationships: Build strong relationships with day-to-day client contacts, and work with our account managers so clients get unified solutions and outcomes.

Sales opportunities: Spot opportunities within existing accounts and pass them to account management for follow-up.

Contract administration: Check incremental subscription changes for accuracy so revenue is captured correctly.

Improvements: Use our automated reporting to spot trends in response times and utilisation, and recommend process improvements.

About You

Experience coordinating a service desk in a ConnectWise IT managed services environment

An IT support background, with a solid understanding of IT concepts. You will have the scope to do some technical work and close tickets, but triage and scheduling is your core responsibility.

Hands-on experience with RMM tools like N-able

Hands-on experience with documentation tools like IT Glue

Excellent written and verbal communication, and a professional presentation

A friendly, confident personality suited to working with clients and technicians every day

Highly organised and calm under pressure

Key Performance Indicators

Client satisfaction

PSA administration, reporting and documentation quality